Kaspersky: Great product, dreadful installation/upgrade process
In the earliest days of the Web, I used to urge companies to force their developers to test all their sites on the slowest dial-up connections rather than on their enterprise T3 connections. My thinking was that if developers saw things through their users’ eyes, they would be more careful about making sure their sites were fast loading. That problem has gone away, but I have a similar message today about product updates and installations: Have your developers watch ordinary people using ordinary tech support try to install them.
As you can guess, this thought was prompted by a horrific user experience I just had to endure, this time at the virtual hands of Kaspersky. Kaspersky makes one of the industry’s best consumer-grade security packages. But you are probably going to want to pay someone else to install the product for you, because the process will have you considering homicidal acts.
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